What are the responsibilities and job description for the Customer Success Manager position at DeliverThat?
Are you a natural when it comes to people? Do you love a good conversation? Are you customer focused and a relationship builder? Do you like to manage the customer lifecycle from start to finish? If this sounds like you, we should talk.
The DeliverThat Customer Success Manager (CSM) is a pivotal role dedicated to fostering deep, collaborative partnerships with our key customers. The primary focus is on enabling customer growth through the delivery of best-in-class service, proactive support, and strategic operational guidance. The overarching goal is to ensure customers not only achieve their immediate business objectives but also significantly increase their long-term usage and reliance on the DeliverThat platform. This position is responsible for aggressively growing both the relationship equity and the revenue opportunity across all assigned partners. Success in this role is measured by the ability to elevate the customer experience, streamline their delivery operations, and share insightful, data-driven recommendations that contribute directly to the customer's success and, consequently, to an expansion of their delivery volume and loyalty with DeliverThat.
DUTIES AND RESPONSIBILITIES
Proactive Operations Monitoring and Incident Resolution
- On a daily and continuous basis, the CSM is required to meticulously monitor and proactively manage the full lifecycle of delivery orders for identified strategic accounts. This includes anticipating and mitigating potential delivery issues before they escalate.
Partner Relationship Management and Strategic Communication
- Manage the entire customer relationship lifecycle, focusing on maximizing revenue and minimizing churn/risk through structured and regular communication.
- Cultivate and maintain strong, high-level relationships among key stakeholders within each account, including franchise owners, corporate executives, and restaurant managers.
Performance Reporting and Business Insight
- Provide sophisticated and actionable delivery operations metrics and performance reports to partners on a regular, agreed-upon cadence.
- Translate complex delivery data into clear business insights and strategic recommendations designed to optimize the customer's delivery process, improve efficiency, and drive higher sales volume.
Customer Advocacy and Cross-Functional Leadership
- Act as the authoritative "voice of the customer" internally, passionately advocating on behalf of customer issues, strategic needs, and feature requests to Product Development and Engineering teams.
- Collaborate with internal teams (Sales, Product, Marketing) to assist in developing and implementing comprehensive strategies for customer retention, satisfaction, and growth expansion within existing accounts.
Market Intelligence and Product Enhancement
- Actively research and maintain current knowledge of customer needs, emerging industry trends, local market activities, and competitor strategies.
- Leverage this market and customer intelligence to identify and champion potential product improvements, new service offerings, and operational enhancements that will ensure DeliverThat maintains a competitive edge and continues to meet evolving customer demands.
ABOUT DELIVERTHAT
DeliverThat is a full-service delivery management company redefining off-premise fulfillment for restaurants and grocery. With a nationwide fleet of professional drivers and a proprietary logistics platform, DeliverThat enables brands to manage every delivery with ease, consistency, and care. We go beyond logistics to deliver peace of mind, combining people-first service, real-time technology, and strategic consulting to make delivery a profitable and scalable channel.